Hello! I’m Jared I joined Ashby three years ago as the first member of the Startup Customer Success team. Since then, I have been a part of building out the onboarding and success functions across our entire startup segment. Today, we’re a team of nine spanning across the US, Canada, and EMEA. I am so excited to be hiring another Startup Customer Success Manager in the US or Canada .
Our Startup Customer Success Team serves our early-stage customers programmatically. These customers are special to us because they aren’t just learning our software; they are learning how to build hiring excellence into the DNA of their growing organizations.
Our Startup Customer Success Managers create high-quality onboarding materials, documentation, and e-webinars that enable our customers to get up and running independently. They also jump in to assist via email and customer calls when needed. This is a mid-level role, so we require at least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager.

In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs. You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:

• Building an in-app onboarding experience using CommandAI
• Creation of a live, foundational webinar series + recorded content
• Building retention best practices into our engagement with customers that extend well beyond just onboarding

In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs. You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:

• Building an in-app onboarding experience using CommandAI
• Creation of a live, foundational webinar series + recorded content
• Building retention best practices into our engagement with customers that extend well beyond just onboardin

Our interview process is thorough — we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:

• Recruiter Screen with Talent Acquisition Team - 30 minutes
• Hiring Manager Interview - 60 minutes
• Take Home Assessment - 1 week to complete
• Virtual Onsite - 2 hours 15 minute

Ashby is a highly complex product, and we invest a lot of time in ensuring our team members are experts on the platform. Your first 30 days will be largely focused on learning the finer points of the products; you may not respond directly to a customer in that time but don’t worry, you’ll be plenty busy learning!

• Within your first 30 days, you’ll have a strong foundation on the Ashby product and will have your first accounts assigned to you.
• Within your first 60 days, you’ll shadow your peers and take your first customer calls.
• Within your first 90 days, you’ll have a book of customers, and we’ll start to explore key areas of ownership for you